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Customer Success Manager, Mid-level, LATAM, Portuguese, Spanish
ImpulseUPCustomer Success Manager working with national and LATAM clients for an HRTech startup. Driving contract renewals and expanding client accounts in the region.
About the role
Key responsibilities & impact- Manage national and LATAM accounts, driving strategic renewals and identifying upsell and cross-sell opportunities to expand revenue.
- Apply negotiation techniques and engagement triggers to ensure retention and mitigate churn, diagnosing root causes to propose process improvements.
- Act as a strategic partner, conducting diagnostics and proposing solutions that add value, address pain points, and drive customer growth.
- Plan project cycles based on real feedback, reporting impacts and results that inform product development and new sales.
- Anticipate relationship or product issues, proposing changes that ensure project health and continuity.
- Understand drivers of churn and cancellations to propose process improvements and resolve bottlenecks;
- Perform diagnostics and propose solutions that help the client grow;
- Monitor outcomes related to system implementation and provide support focused on customer success;
- Share project impacts and results with the company to be used as input for content, materials, and new sales;
Requirements
What you’ll need- Proficiency in Spanish for conducting meetings, presentations, and negotiations (written and spoken);
- Experience with the customer lifecycle, account governance, and management of success metrics;
- Hands-on experience in contract negotiations and upsell/cross-sell techniques;
- Comfort working with revenue targets (NRR/Churn) and a continuous drive for performance;
- Strong active listening and business diagnostic skills to convert customer pain points into strategic solutions;
- Comfortable working with targets and results-driven;
- Ability to build and maintain ongoing client relationships;
- Experience with CRM systems;
- Knowledge of, or interest in, Strategic HR and Performance Management;
- Experience with SaaS platforms and quick adaptability to new digital products;
Benefits
Comp & perks- Quarterly commission based on achievement of targets;
- Development support: 2 hours per week during business hours for study, regular feedback, performance management platform, semi-annual performance reviews, ongoing mental health surveys;
- Flexible meal allowance (Cartão Caju): R$43.00 per business day, not deducted from payroll or vacation pay.
- Home office allowance (Cartão Caju): R$100.00 per month
- Bradesco health plan - up to 72% coverage paid by the company
- Bradesco dental plan - small monthly fee if enrolled;
- Flexible working hours;
- Remote work;
- Birthday day off and additional day off for work anniversaries;
- Maternity, paternity, bereavement, and marriage leave;
- Childcare assistance: for children up to 5 years old.
- Wellhub;
- Conexa Saúde;
- Life insurance.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contract negotiationupsell techniquescross-sell techniquescustomer lifecycle managementsuccess metrics managementperformance managementSaaS platformsdiagnostic skillsprocess improvement
Soft Skills
active listeningrelationship buildingstrategic thinkingproblem-solvingcommunicationnegotiationresults-drivenadaptability